BoilerKey FAQ Info

Thank you for contacting ITaP Customer Service. Unfortunately, we are not able to assist with password/BoilerKey issues through email. I have provided some documentation below that I think will assist you in your request. If you are still having issues, please call us at 765-494-4000 so we can further assist. When you call in, please reference this ticket number #xxxxxxxx.

Thank you,
<<NAME>>

ITaP Customer Service Center
www.purdue.edu/goldanswers

Frequently Asked Questions

If the page you are attempting to sign into has a "Boilerkey Two-factor Authentication" image on it, you will need to use Boilerkey.

If you signed up for BoilerKey but didn’t setup your phone or purchased a NEW phone for Duo Mobile:

• You must call or visit the ITaP Customer Service Center.  See contact information below.*

If you have never signed up for BoilerKey:

1. Go to https://www.purdue.edu/boilerkey
2. Login with your Purdue Career Account username and password
3. You will be redirected to the BoilerKey setup page
4. Follow the instructions on screen for setting up a ‘new Duo Mobile BoilerKey’

If you are receiving an account locked error:

• Wait 10 minutes and then try again; the account lock is only temporary.  If you try before the end of the 10-minute window, the timer will reset and you will need to wait 10 minutes again.

If you are receiving an authentication-failed message:

• Verify you are using your Purdue career account in the login field
• For the password, type in either of the following:
  • 4digitpin,push (5555,push) where 5555 is the 4 digit code you chose when you signed up for BoilerKey
    • NOTE:  If you have setup Duo on your phone, check for a notification asking you to approve
  • 4digitpin,6digitpasscode (5555,123456) where 5555  is the 4 digit code you chose when you signed up for BoilerKey
    • The 6 digit passcode can be obtained by opening the Duo app and taping Purdue University.  This 6-digit code is only valid for 20 seconds.  You can refresh the screen to generate a new code.

If you forgot your PIN or never set a PIN, but have Duo Mobile setup:

• You must call a service desk, see contact information below.*

*If you’ve previously provided a mobile number for the BoilerKey Self-Recovery, you can use the Self-Recovery option to request a new hardware token, or set up new token on your smartphone using the Duo Mobile application.

1. Visit https://www.purdue.edu/apps/account/BoilerKeySelfRecovery
2. Enter your Purdue Career Account, 10-digit PUID, and date of birth.  Click Continue.
3. You will receive a text message with a 6-digit code.  Enter the code and click Continue.
4. You will be directed to the BoilerKey setup page

For additional help, please see:

GoldAnswers - https://www.purdue.edu/goldanswers         
Boilerkey FAQ - https://www.purdue.edu/securepurdue/iamoServices/BoilerKeyFAQ.html
YouTube instructional video - https://youtu.be/WH7iPJQqL1U

For Tech Support:*
West Lafayette: itap@purdue.edu or (765) 494-4000 24/7 support
Purdue Northwest:  csc@pnw.edu or (219) 989-2888
IUPUI:  ithelp@iu.edu or (317) 274-4357
Purdue Fort Wayne:  helpdesk@pfw.edu or (260) 481-6030